Complaints

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/28/2023 our home and barn was damaged by Hurricane ***. American Integrity is not responding to phone calls or emails and has said they are not paying for contents insurance or any other structural repairs to our home and barn. American Integrity hired an engineer to come to our home to inspect our roof along with a tarping company. The tarping company has placed tarps on our 12 foot pitch roof. American Integrity has stated there is no damage to our roof although the roofing company said there was and even felt the need to place tarps on our roof. We have requested copies of the engineer report several times and they have not complied. American Integrity stated our barn was damaged due to flooding which is not true. Our barn took on major damage when the roof, walls and doors were blown off and apart and we had torrential rain (22") for approximately 7 hours causing rain and wind driven damage. The flood occurred the next day. The damage was already done before the flood hit. I have called Senator ***************************** office, who American Integrity is ignoring as well. I am regretful that increased my coverages on our outbuildings as we knew the coverage they initially had was too low if a major disaster occurred. We have paid for additional coverage since 2012 and never had a claim. I have never been so disappointed with how a company who is supposed to protect you can be so blatantly irresponsible towards it clients.

  Business response

  03/20/2023

  **************,
  
  Were sorry your property experienced damage from Hurricane ***. After assessing the damage, we issued payment for damage covered by your policy. We also provided you with information about what is and what is not covered by the policy. Additionally, we have provided Sen. ********* with a response regarding his inquiry about your claim.
  
  We received the assessment from your public adjuster and will continue to work with your public adjuster to resolve your claim. Please reach out to your public adjuster if you have questions about the status of your claim.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a policyholder with American Integrity Insurance Group, policy number AGR0355914. I submitted two claims with them as follows:Claim No. CHR-********, loss date 08/28/2022, Hurricane *** (windstorm)Claim No. CHR-********, loss date 12/21/21, Tornado (windstorm)Despite all of my efforts to obtain payment for these losses, American Integritys website simply shows the claims as closed. However, American Integrity has not issued a formal denial of my claims, something I needed in order to proceed with FEMA (if indeed the claims are denied).For the Hurricane *** claim (No. CHR-********), on Oct. 23, 2022, American Integrity sent a field adjuster, ****, who took photos of the damage. On Nov. 17, 2022, I spoke with adjuster **** and he confirmed that he uploaded all photos and his report. On December 9, 2022, **** provided me with the desk adjuster name, ***********************. On Dec. 13, 2022 I spoke with ************** who initially said it was a full denial of the claim but then recanted and said that she would call me back with more info. I spoke with ************** again on Dec.17, 2022, and she stated that the claim was not denied but that she needed to send out a structural engineer, and that she needed photos and a content list, and that adjusters do not upload that information. On December 21, 2022, the structural engineer called to schedule an appointment for ********************* on December 22, 2022 at 8 a.m. On December 22, 2022, no one showed. I called, received no answer, left multiple messages, and never received a call back or explanation as to why they didnt show. Then on January 18, 2023, I checked the American Integrity portal only to see that my claim has been closed. I have attempted, numerous times, to reach ************** for an explanation, only to receive no response at all. For the Tornado claim, American Integrity followed a similar pattern. After the claim was filed, the case was closed, with no explanation and no denial letter.

  Business response

  03/20/2023

  ************************,
  
  Thank you for reaching out to us. The tornado claim from 2021 was closed because we did not receive the necessary information that we requested from you. You are welcome to submit information regarding that loss via email at *******************************************************
  
  Similarly, we inspected the damage from your Hurricane *** claim, but have not received the information needed from you in order to settle the claim. Please follow up with your adjuster to continue working through the details of the claim.

  Customer response

  03/27/2023

   
  Complaint: 19550600
  
  I am rejecting this response because:

  American Integrity is incorrect in their response as I have sent multiple emails to *********************************;Inside Claims Adjuster | Florida License # ******* American Integrity Insurance Group *******************************************************************************;Direct: ************ | Email: *************************************** in March or 2022 with all the pertinent information she was looking for. As soon as i uploaded the information American Integrity closed my ckaim and had not responded back to me since then. Matter of fact i reached out to American Integrity right after they responded back to the BBB and still have not recieved a return response.

  Sincerely,
  
  ***********************************

  Business response

  04/07/2023

  ************************,
  
  Thank you for reaching out to us. Please see the below updates for your claims:
  
  Your Hurricane *** claim (CHR-00154016) is currently open.We are continuing to investigate the cause of the damage and determine which items are being claimed. Please note that your policy does not cover damaged caused by surface water or flood water. In order to move forward, we need you to send us the content list of claimed items. We encourage you to continue to work with your adjuster so we can review what is being claimed.
  
  According to our records, your adjuster is continuing to work with you on your tornado claim (CHR-00121295). We have all of the information we need from you on this claim. Your adjuster will be reaching out with next steps, but please dont hesitate to contact them if you have any questions in the meantime. 

  Customer response

  09/09/2024

   
  Complaint: 19550600
  
  I am rejecting this response because:  I am policyholder with American Integrity Insurance Group of Florida, policy number AGR0355914. I submitted a claim with them as follows: Claim No. CHR-********, loss date 09/28/2022, Hurricane *** (windstorm) Despite all of my efforts to obtain payment for these losses, American Integritys website simply shows the claims as closed However, American Integrity has issued a formal denial of my claims. On Oct. 23, 2022, American Integrity sent a field adjuster, ****, who took photos of the damage. On Nov. 17, 2022, I spoke with adjuster **** and he confirmed that he uploaded all photos and his report. On December 9, 2022, **** provided me with the desk adjuster name, ***********************. On Dec. 13, 2022 I spoke with ************** who initially said it was a full denial of the claim but then recanted and said that she would call me back with more info. I spoke with ************** again on Dec.17, 2022, and she stated that the claim was not denied but that she needed to send out a structural engineer, and that she needed photos and a content list, and that adjusters do not upload that information. On December 21, 2022, the structural engineer called to schedule an appointment for ********************* on December 22, 2022 at 8 a.m. On December 22, 2022, no one showed. I called, received no answer, left multiple messages, and never received a call back or explanation as to why they didnt show. Everytime I contacted American Integrity, there was a different adjuster who was handling my claim; ***********************, *************************************, ********, ********, *****************************, to name a few and never attempted to settle the claim. I proceeded to hire a Public Adjuster ********************************* to help with the claim. ******* submitted a claim and that was denied. I had a remediation with American Integrity's representative and the claim was not satisfied, so i decided to contact the BBB.
  Sincerely,
  
  ***********************************

  Customer response

  09/09/2024

   
  Complaint: 19550600
  
  I am rejecting this response because: I am policyholder with American Integrity Insurance Group of Florida, policy number AGR0355914. I submitted a claim with them as follows: Claim No. CHR-********, loss date 09/28/2022, Hurricane *** (windstorm) Despite all of my efforts to obtain payment for these losses, American Integritys website simply shows the claims as closed However, American Integrity has issued a formal denial of my claims. On Oct. 23, 2022, American Integrity sent a field adjuster, ****, who took photos of the damage. On Nov. 17, 2022, I spoke with adjuster **** and he confirmed that he uploaded all photos and his report. On December 9, 2022, **** provided me with the desk adjuster name, ***********************. On Dec. 13, 2022 I spoke with ************** who initially said it was a full denial of the claim but then recanted and said that she would call me back with more info. I spoke with ************** again on Dec.17, 2022, and she stated that the claim was not denied but that she needed to send out a structural engineer, and that she needed photos and a content list, and that adjusters do not upload that information. On December 21, 2022, the structural engineer called to schedule an appointment for ********************* on December 22, 2022 at 8 a.m. On December 22, 2022, no one showed. I called, received no answer, left multiple messages, and never received a call back or explanation as to why they didnt show. Everytime I contacted American Integrity, there was a different adjuster who was handling my claim; ***********************, *************************************, ********, ********, *****************************, to name a few and never attempted to settle the claim. I proceeded to hire a Public Adjuster ********************************* to help with the claim. ******* submitted a claim and that was denied. I had a remediation with American Integrity's representative and the claim was not satisfied, so i decided to contact the BBB.

  
  Sincerely,
  
  ***********************************

  Business response

  09/10/2024

  ************************,
  
  Thank you for reaching out to us.
  
  Your Hurricane *** claim (CHR-00154016) is completed. As we have previously communicated to you and your public adjuster, the loss was due to flood/surface water and was not created by a storm-created opening. Therefore the loss was not covered by your policy.
  
  Additionally, your tornado claim (CHR-00121295) is also completed and settlement was provided.
  
  Thank you, 

  Customer response

  09/18/2024

   
  Complaint: 19550600
  
  I am rejecting this response because:
  Anerican Integrity sent me a denial of claim letter because they didnt agree with the sworn statement of loss, not as they stated to the BBB  Damage and losses ocurred from a Flood. The damages and losses occurred were caused by Hurricane ***, and not a flood, in which my policy covers all personal property losses, loss of use,  fungi, mold, wet or dry rot, or bacteria due to a Hurricane. American Integrity  has not made a settlement for which I was completely covered through the policy I hold. 

  Sincerely,
  
  ***********************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My home was completely damaged by Hurricane *** 9/28/22. Since that date I have been trying to be paid for the damage to my home. The roof was gone, ceilings inside house collapsed, and nearly all the drywall had to be removed, mold remediated and now trying to rebuild. Drywall alone is over $23,000, entire kitchen was destroyed, windows, walls, garage ceiling. Winds dislodged the air handler in the attic. Water came in through a soffit allowing water into the master bath and closet so all of that had to be removed. My house is uninhabitable. I am on my 4th desk adjuster and have not received a single ***** from American Integrity. An outbuilding was lifted and tossed, completely destroying that. My claim is over $300,000 and I am trying to rebuild but havent received anything. This was CAT 5 water! They need to pay! My roof replacement was over ******. American Integrity is not paying claims!!

  Business response

  03/16/2023

  **************************,
  
  Were sorry that your home experienced damage from Hurricane *** and appreciate you reaching out to us.
  
  According to our records, we have provided our assessment of covered damage and issued payment accordingly in December 2022. We will reissue your check due to the change in mortgage companies.
  
  We received the estimate from your public adjuster and will continue to work with your public adjuster to resolve your claim. Please reach out to your public adjuster if you have questions about the status of your claim

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are not settling our claim which was filed immediately after hurricane ***. They keep promising that someone will call ** and resolve the issues. Nothing has happened so far even after putting in a bad review. Is there anything else that we can do? What would you recommend?

  Business response

  03/13/2023

  Thank you for reaching back out to us. We have reissued your payment and sent it to your ***** address.
  
  Please note that the contract you signed with your contractor includes an Assignment of Benefits (***) clause, which transfers the insurance claims rights or benefits of the policy to the third party contractor. As a result, we are only able to work directly with the *** contractor to reach a resolution regarding this claim. 

  Customer response

  03/22/2023

   
  Complaint: ********
  
  I am rejecting this response because: You are not willing to resolve this claim with the contractor in a timely manner. 
  
  Sincerely,
  
  *****************************

  Business response

  04/05/2023

  ******************,
  
  We are actively working with your contractor to settle your claim.
  
  As a reminder, the contract you signed with your contractor includes an Assignment of Benefits (***) clause,which transfers the insurance claims rights or benefits of the policy to the third party contractor. As a result, we are only able to work directly with the *** contractor to reach a resolution regarding this claim. Please reach out to your contractor for any updates. Thank you.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was/am Insured by American Integrity for homeowners, hurricane as well as for Flood insurance. I experienced a catastrophic loss from Hurricane *** on Sept 28, 2022 due to flooding and wind. This insurance company has yet to pay put fully on my claim. They have paid ZERO dollars for contents when I have $40,000.00 coverage and provided pictures and RECEIPTS for in excess of $60,000.00 in losses and that was not the entirety of the loss however it already well exceeded my policy limits. The estimate of only INTERIOR home damages is over $198,000.00 and Anerican Integrity only sent $67,000.00, partial payment. There are many many items and losses that American Integrity has failed to pay for on the home/flood insurance claim. They have assigned and reassigned at least 12 different adjusters to my claim, none of which will return calls or pay this claim. They have 'inadvertently ' closed my claim, reopened it, and play 'hot potatoe' with it, to no resolution. They are and have been acting in bad faith throughout this entire process. Someone needs to stop this blatant bad faith effort to not pay out on my valid, covered losses. PLEASE, I beg you to assist here. There are thousands of documents available to review and I will be happy to submit the documents most important to resolve this claim, at your request. My policy # is *********** claim # for flood is ************

  Business response

  03/08/2023

  Ms. ***********
  
  Were sorry your home experienced damage from Hurricane *******Because you are represented by an attorney, we encourage you to direct all communications through your attorney. We will continue working with your attorney to resolve your claim. 

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not represented by an attorney until just a few weeks ago. That was LONG after American Integrity SHOULD have issued the payments that were due to me. The 'contents' portion alone, on this claim should have been paid immediately as this was a VERIFIED, COVERED LOSS,  submitted and substantiated with hundreds of pictures, documents and RECEIPTS, as well as documentation by AI adjusters that tge content loss alone EXCEEDED my policy limits. The fact that that 5 months later, PRIOR to retaining an attorney, this check had not been cut and at the very LEAST, this portion of my claim for CONTENTS should have been paid, says everything about how AI acted in BAD FAITH. deliberately. American Integrity should be compelled to IMMEDIATELY release at the very least, the CONTENTS portion of this claim. Shame on you American Integrity.  

  Sincerely,
  
  *****************************

  Business response

  03/13/2023

  **********************,
  
  As a reminder, because you are represented by an attorney,we need you to direct your communications through your attorney as we work to resolve your claim. Thank you. 

  Customer response

  03/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: it's nonsense. Their reply does not address any issues. The reason I am represented by an attorney now is in fact because American Integrity failed to pay this claim and acted in bad faith. It answers nothing. Again, shame on you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was impacted by Hurricane *** in September 2022. I have filed a claim with American integrity within 3 days of the hurricane. I have provided various information including pictures of damages to my home due to the hurricane, invoices, and estimates for various repairs including the roof replacement. Towards the end of 90 days American Integrity called me and issued a partial payment for damages to my fence and pool cage. My biggest damage due to the hurricane was to my roof. I was told that at this point my claim for the roof will be worked separately. An engender came to my home and looked at the roof. This was done about 3 months ago. American integrity has switched desk adjusters 3 times and every time I call a new adjuster is assigned that has no knowledge and no other information that was provided to previous adjusters. I had a discussion about a month ago with the latest adjuster and was told that that she is reviewing the engineers report. She told me the report is saying that my roof needs to be repaired vs replaced. I have contacted various roofing companies and was told that my roof tiles have been discontinued and the roof cannot be repaired. I have sent various emails to the latest adjuster about all this information including various other information about additional damages and have not heard from her at all. I have left messages and no one is calling me back. I am unable to escalade this claim as American Integrity apparently will not allow me to speak with a supervisor or anyone with some authority to escalade my claim. It has been almost 5 months since the hurricane and I still have not gotten any information or estimate on my roof, which again is the biggest cost when it comes to restoring my property.

  Business response

  03/08/2023

  ***************************************,
  
  Were sorry your home experienced damage from Hurricane *******According to our records, your adjuster spoke to you to discuss the current status of your claim. Our engineer found that there was minor damage to your roof. This damage is repairable and does not warrant a roof replacement. Your adjuster is actively sourcing for the necessary materials to repair your roof and will continue to provide you updates. Please reach out to your adjuster should you need anything in the meantime. 

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The adjuster, *********************************, contacted me and said the opposite of what you just mentioned.  I am attaching a copy of the email that the adjuster sent out and you can see for yourself.  In summary the adjuster said that repairs to my roof cannot be made since my tiles have been discontinued and now my roof needs to replaced, since the tiles will not match of even fit. I was asked to provide an estimate for the cost to replace the roof, which I have done.  So your comment above is contradictory to what actually happened.
  

  Shortly after the adjuster sent me the attached email, I logged into my claim information and noticed that, yet another adjuster has been assigned, and ********************************* is no longer my adjuster.  I have forwarded the prior email with estimates to the new adjuster, and I have not heard back.  

  Further, I have asked the various previous adjusters about other damages and costs which were not address in the estimate you originally sent.  I have yet to receive any information back regarding such items. 
  

  In summary, one email from your adjuster, that has been immediately replaced by another adjuster does not suffice as an adequate response to my complaint.  Seeing other customer comments in the review section, this appears to be a standard procedure by American Integrity.  Make a quick contact and then no additional follow up on it, or yet again, assign a new adjuster who is again completely cloueless about the whole claim.  I am not even going to mention that your resposne is totally opposite to what the adjusted has send to me. 

  Regards, 

  *******

   

  
  Sincerely,
  
  **************************************************

  Business response

  03/21/2023

  ***************************************,
  
  Thank you for reaching back out to us. We apologize for the confusion and for the incorrect information that your previous adjuster provided you. She is working in a different unit, which is why she is no longer assigned to your claim.
  
  To address your concerns, our Vice President of Claims has personally reviewed your claim to provide you with the most up to date information.We are in process of finalizing your roofing determination and sourcing the appropriate repair material. Your adjuster has received the supplemental items you submitted and is currently reviewing this information. Please continue to discuss your claim with your adjuster. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim filed September 29th for damages from hurricane ***. Hired a public adjuster immediately as we were advised. Months of ignored calls and emails, at the last minute to stop legal action (end of3 month window) , a very small portion of our claim was paid. Promising to finish resolution and close claim. Another 2 months have passed, on January 30 new adjuster promised our public adjuster resolution by February 3. Since, calls and emails completely ignored. This claim should have been resolved and closed months ago.

  Business response

  03/06/2023

  ******************,
  
  Were sorry your home experienced damage from Hurricane *******
  
  The payment you received was based on our initial assessment of covered damages. We received your public adjusters claim estimate, and disagree with the scope of damages they presented. We have communicated with your public adjuster regarding the items we disagree with and are requesting further documentation or evidence of these claimed damages. We will continue to work with the public adjuster to reach an agreement. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim with American Integrity within a week of hurricane **** The adjuster came out and took pics inside and out. The desk adjuster told me not to worry my claim was well over the deductible as it was over 20k. When I got the settlement letter it was whittled down below the deductible with most of the items removed. I have been unsuccessful at getting my supplement as they call it addressed. I have been told to email four new adjusters who then never get back to me. The last guy said if I get the information to him within the hour he would work on it and get it taken care of. That was two weeks ago and he doesnt return my emails or calls. I have called and asked for supervisors. It is the most ridiculous process ever. They are just delaying the process.

  Business response

  02/28/2023

  ******************,
  
  Were sorry your home experienced damage from Hurricane *** and apologize for any trouble you had reaching your adjuster. After reviewing the supplement request items, we have issued payment on the supplement. Please contact your adjuster should you need anything else. 

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have notified and been dealing for our insurance claim with American Integrity Insurance......we have followed all the Adjusters questions and given them all the info and pictures he requested and they still have not issued or completed our *** damage request....we have submitted pictures of the damage and they had sent out an inspector and he sent them pictures.....we also gave them appraisals for the repair......we are frustrated and about to contact an attorney....thank you **** & *******************************

  Business response

  03/06/2023

  ****************,
  
  Were sorry your home has experienced damage. Thank you for sending in the additional information regarding the damage being claimed. We have received this information and are working on next steps of your supplemental claim. Your adjuster has spoken with you and will update you on next steps. Please reach out to them if you need anything in the meantime. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary of issues:a) Intentional delay tactics including intentionally writing the check to the wrong bank and not assigning a new field adjustor to review the discrepancies.b) Low-balled and significantly discounted the claim payout amount by more than 75%c) No good faith; does not respond to inquiries Background Filed claim on 10/4/2022 for ***. Field agent assessed property damages and filed report. Desk adjuster delayed any response for 45 days. Then a new adjuster -*************************** was assigned. The claim amount was significantly reduced; she also claimed i had no proof that I had gutters (which were completely torn off) - even though the field agent provided many pictures and included tis in his report. The initial clam amount was significantly reduced; received an initial payment but co-written to the wrong bank. *************************** then contacted me to say the amount was incorrect; do not deposit; I advised on the correct bank. New check received for much lower amount and again written to wrong bank. Contacted 6+ times to get check re-written correctly; no response. Unethical delay tactics. Finally received response regarding low-ball payout amount. ******** said a) Insurance does not cover profit margin for contractor so I need to find a roofer agent who would do the work at cost and b) I had no proof of having gutters so that was not covered. I provided proof of gutters including Redfin pics showing the house with gutters. Company has still refused to pay the difference for my gutters. I have an ACV policy and do not have law/ordinance coverage so I understand that these cost are not covered; however aside from that, the total payout was reduced by at least $10k -$12k due to low-balling the cost to repair the roof and b) refusing to cover replacement of my gutters that were all torn off.

  Business response

  03/02/2023

  ********************,
  
  Were sorry your home experienced damage from Hurricane *** and apologize for the confusion in relation to the proper mortgage company. We were following what was written on the declarations page and appreciate you helping us correct that error.
  
  According to our records, your adjuster has worked through the claim and addressed supplemental payment that included the gutters. Your adjuster will reach out to you shortly to review over any other outstanding items. Please contact your adjuster should you need anything in the meantime. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩